Robotic Process Automation (RPA) has been a
focus for many analysts and executives in the customer experience (CX)
environment for a couple of years now, but in 2019 the combination of RPA with
Artificial Intelligence (AI) is changing the rules. As RPA streamlines
transactions and simple tasks at a significantly faster pace and with higher
accuracy, it will impact the type of work agents perform daily. And at the same
time, improve the experience for customers.
Brian Cantor knows RPA in detail and he is going to explain what you need to know on the next TP Talks webinar. Brian is Principal Analyst and CCW Digital Director with IQPC. He will present his own thoughts on RPA, discuss some live case studies, and take questions from the live audience.
Some of the topics to be discussed include:
- How are
organizations using RPA (and how are their customers responding)? To what
extent are organizations using RPA to eliminate back-office tasks, improve
analytics and augment agent performance?
- As automation
handles transactions, simple tasks, etc., it will impact the type of work
agents perform. What can we do to prepare for this transformation? Do we
need new types of agents, new forms of training and new management best
- Great automation
solutions—such as those involving knowledge management, routing or
customer insights—give the agents stronger tools. What are we doing to
make the most of these tools? AI “predicting” customer intent and
“advising” on next-best action is worthless if the agents don’t know how
to use this information.
transformation will have an impact on outcomes. What are these changes?
How best can we quantify “return on automation”?
RPA is one of the
most talked-about subjects in CX at present so register for this TP Talks
webinar and you can stay ahead of the conversation – and all in less than 30
The webinar is taking place on Thursday March 28th at 2pm Eastern Daylight Time – it will last a total of 30 minutes.